IP Profile lagging behind BT

Hi All.....................CSC guys n galsI have seen a recent increase in sync to 3913 and this has now been reflected in the BT IP Profile of 3.45Mbps but my PlusNet one still shows as 3.3Mbps.................would be nice if PlusNet tracked BT better/quicker as it has been 1 day 13 hours plus since the new sync speed TIA

Re: IP Profile lagging behind BT

If you are on ADSL2+/21CN then the BT IP Profile updates immediately your sync rate changes. Plusnet say they don't get the updated information from BT fast enough so it can sometimes take them several days to catch up and update their own profile. At first they did not believe this was a widespread problem and they are still reluctant to acknowledge this, suggesting that it only happens in some cases. But we have never found anyone that does not suffer this inconvenience. If you contact tech. support they will manually raise your profile and this can be done relatively rapidly. I recommend you do this because the volume of tech. support contacts dealing with this one issue is probably the greatest motivator for Plusnet to find a fix or a workaround for this problem.

Re: IP Profile lagging behind BT

Chris, I do not for one moment intend to say that Plusnet were reluctant to acknowledge that there is a problem. But I took your replies #9 & #15 on this thread http://community.plus.net/forum/?topic=107258.msg923498 to indicate that you do not acknowledge that this is a problem that all your 21CN clients are liable to suffer from.

Re: IP Profile lagging behind BT

I stand by that, it's not affecting everyone otherwise the support team would be inundated. Yes there are going to be a significant number of customers that don't notice the difference but the majority of line changes each day *are* going through (that's if we receive the line report of course!).I understand that this is frustrating but we *are* continuing to push this and work with our suppliers for a fix, in fact they have another fix ready for this that should roll out early in the new year.

Re: IP Profile lagging behind BT

I'm intrigued as to how you extrapolate from the posts on these forums to estimate what proportion of the 500,000 Plusnet users who are not even registered on these forums are affected.People generally only come here when they have issues.

Re: IP Profile lagging behind BT

We see the number of manual changes to the Plusnet profile on a weekly basis, this will be where customers are directly requesting it, where CSC have spotted it's wrong during a fault investigation or where it's been spotted when looking at something else. I've said that we know this is causing issues and we want to get it fixed. That fix in the short term is for BT to roll their fix early in the New Year, us to monitor the impact on our account change scripts from that. Longer term we need to create a business case and secure development resource to make any changes to how we collect and use this data but that is something we want to do.

Re: IP Profile lagging behind BT

OK many thanks for the insight& replies........................but it is now the 15th December and the sync has heldHowever, the IP Profile on BT still says 3.45 with a measured speed by BT of 3.12 but PlusNet still show the IP Profile as 3.3.....................so again the question more so as to why the PlusNet system so many days on is still not updated to correspond with the BT Profile Now as I understand it PlusBNet rounddown but their IP figure should still be 3.4 though 3.45 would be nicer to see , should it not and thus my measured speed should be a tad better than 3.12 For the record Upstream Interleave I note is on at depth 4, on the lower sync this rarely happened...............but no obvious user issue with Interleave running which is good

Re: IP Profile lagging behind BT

The ticket take so long to action as I rang up customer service but they will not updated plusnet profile until after 72 hours, they had no idea about every 12 hours updated on all 21cn. I prefer the staff here is lot quicker to deal with.

Re: IP Profile lagging behind BT

I am on 21CN ADSL2+ADSL Link Downstream UpstreamConnection Speed 17864 kbps 1279 kbpsLine Attenuation 32.0 db 17.3 dbNoise Margin 3.1 db 6.0 dbI had now request a ticket:our question is now with our Support TeamWe'll be in touch when your answer is ready.At the moment we're averaging a response time of 7 hours 30 minutes 12 seconds for new queries.If our Support Team need to contact another department or 3rd party then we may take longer to respond.

Re: IP Profile lagging behind BT

For the record I am on 21CN though it Mode ADSL2 i.e. not the +As remarked above, not every customer will see such a difference in the settings........................therefore IMO the system needs to be more robust so that we all get the service level we are paying for without the need to jump through (small) hoops to achieve it.FWIW for PlusNet to say they have not recorded many such instances does not based on the question of how many users are savvy enough to monitor such things necessarily mean the number of customers suffering these IP mismatches is really as low as they think it is Afterall we here are perhaps the vocal minority compared to the total number of customers!